Analytics shows "Reached Checkout Session" but no abandoned checkout

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AvantBP
New Member
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Hello, 

I am a new Shopify store owner. I just started an ad for a product and my dashboard shows (1) session reached checkout but there was no order or abandoned checkout. Shouldn't I see abandoned checkout if a purchase wasn't completed? Can someone explain me? Thank you. 

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Miles
Shopify Staff
Shopify Staff
474 67 111

This is an accepted solution.

Hi, @AvantBP!

I'm Miles from the Social Care team at Shopify. Welcome to the Shopify Community.

Abandoned checkout emails or orders are only created when the customer has entered details into the checkout and navigated to the shipping page. If your analytics are showing that a customer reached the checkout, but no abandoned cart was created, it means that the customer clicked from the cart to the checkout, then navigated away without entering any details and moving to the shipping page. A customer navigating through the checkout to the shipping page saves their details in order to create the abandoned cart.

If you're concerned that your abandoned cart is not working, you can always test it out yourself too. Jump into your store and add a product to your cart. Enter the checkout and put in your details and navigate to the shipping page. Then, close the page, or navigate to another site. You should then see your abandoned cart appear.

Once you've got some abandoned carts, you're able to check if they attempted to make a payment but failed. If you're seeing this, you may have an issue with your payment processing. Each time a customer tries to pay for their order, a payment event is noted in the history of the abandoned checkout. You can expand payment events for more details.

Payment events can be helpful if a customer is trying to place an order and their payment fails. If a customer contacts you because their payment doesn't work at checkout, then you can view the details of the payment event, and use the information to help your customer. To view this follow these steps:

  • From your Shopify admin, go to Orders > Abandoned checkouts.
  • Click an abandoned checkout.
  • Scroll to History.
  • Click a payment event.

Check out our guide on Abandoned Checkouts to learn more. Thanks!

Miles | Social Care @ Shopify 
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UncommonPeople
New Member
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Hi, I have a similar problem where I have seen lots of people reach checkout but I only have 2 customers in my abandoned checkouts tab. The weird thing is that sometimes when I click onto the abandoned checkouts there is around 6/7 customers listed there but then other times there are only 2? I know there are definitely abandoned checkouts as I was able to send a reminder email to all 6/7 customers when it was showing however now they have disappeared? 

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Miles
Shopify Staff
Shopify Staff
474 67 111

Hi, @UncommonPeople!

Thanks for your question. There are few things you can look at aside from the above suggestions I provided in the thread above. Firstly, it's good to note that abandoned checkouts are saved in the Shopify admin for three months. Every Monday, abandoned checkouts that are older than three months are removed from your admin.

The Abandoned checkouts emails report by Shopify helps you better understand how effective those emails are at bringing your customers back to finish a transaction. It's available in the Marketing section of Shopify.

The report tells you how many sessions and completed orders have resulted from the reminder emails. You can also see information like conversion rates, total amount of sales, average order value, average number of products sold, and how many customers were first-time buyers.

The report shows data only from November 18, 2019 onwards.

If you need more information on abandoned checkouts, check out this guide.

Miles | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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